HP Hardware Support Onsite 6-Hour Call-to-Repair Service provides an IT manager with a team of support specialists who will quickly begin troubleshooting the system to help return the hardware to operating condition within a maximum of 6 hours from the initial service request.

Remote problem diagnosis and support

Onsite hardware support

6-hour call-to-repair time commitment

Parts and materials included

HP is committed to repairing your hardware within a maximum of 6 hours. This may result in:. Improved system uptime. Predictable repair times. More effective IT resource planning. Consistent level of hardware support across your multi-technology systems.

This service provides coverage for HP or Compaq branded hardware products and all HP-supplied internal components (such as HP Jetdirect cards, memory, and CD-ROMs), as well as the HP or Compaq branded monitor (up to 22''), keyboard, and mouse purchased with the main product. For some servers and storage products, CPUs, disks, and other major internal and external components will be covered if support has been configured accordingly and they are listed in the equipment list (if applicable). Coverage for eligible multivendor systems includes all standard vendor-supplied internal components and the external monitor, keyboard, and mouse. For multivendor PC server systems, this service is for an individual PC server system only and does not apply to MCSC or clustered environments. Consumable items including, but not limited to, batteries and tablet PC pens, maintenance kits, and other supplies, as well as user maintenance and non-HP devices, are not covered by this service. For components that are discontinued, an upgrade path may be required. HP will work with the Customer to recommend a replacement. Not all components will be covered in all countries due to local support capabilities. For ProLiant servers and storage systems, this service covers HP branded hardware options qualified for the server, purchased at the same time or afterward, internal to the enclosure, as well as 22'' and smaller external monitors and tower UPS options up to 3 kVA; these items will be covered at the same service level and for the same coverage period as the server. Coverage of UPS battery is not included; standard warranty terms and conditions apply. For servers or storage systems installed within a rack, service also covers all HP qualified rack options installed within the same rack. HP Care Pack Services for the HP BladeSystem enclosure include coverage for its patch panels, HP supported Ethernet interconnects, power enclosure with power supplies, and power distribution.

Service Features

When the Customer experiences a system problem and reports it to the HP Response Center via a designated HP support telephone number, the Customer is connected to an HP-certified resolution engineer. The engineer first attempts to remotely troubleshoot, remedy, and resolve the problem with the Customer. Prior to any onsite assistance, an HP engineer may initiate and perform remote diagnostics to facilitate remote problem resolution. Problems with covered hardware can be reported to the HP Response Center either via telephone or electronically, as locally available, 24 hours a day, 7 days a week. HP will acknowledge the receipt of the service request and notify the local office at the next coverage window. HP retains the right to determine the final resolution of all reported problems. Call-to-repair times for service requests submitted electronically may vary. For technical hardware issues that cannot, in HP's judgment, be quickly resolved remotely, an HP customer support engineer is quickly engaged and, if necessary, sent to the Customer's site to provide onsite technical support on covered hardware products to return them to operating condition. . For certain printers, PCs, ProLiant servers, Intel Pentium- and Xeon processor-based servers, and networking and storage products, HP may, at its sole discretion, elect to replace such products in lieu of repairing them. Replacement products are new or equivalent to new in performance. Replaced products become the property of HP In addition, HP may install available engineering improvements to help the Customer ensure proper operation of the hardware products and maintain compatibility with HP-supplied hardware replacement parts.

Shelf life

At the discretion of HP, service will be provided using a combination of remote diagnosis and support, services delivered onsite, and other service delivery methods. Other service delivery methods may include the delivery via a courier of customer-replaceable parts such as a keyboard, mouse, other parts classified as Customer Self Repair Parts, or an entire replacement unit. HP will determine the appropriate delivery method required to provide effective and timely customer support in order to meet the call-to-repair time commitment, if applicable. In the event that only a customer-replaceable part is required to return the system to operating condition, the call-to-repair time commitment shall not apply. The following are excluded from the call-to-repair time commitment: Time for disk mechanism rebuild or sparing procedures. Situations where a logical unit number (LUN) may be blocked to preserve data integrity. Any restoration/recovery of compromised data. Any period of non-availability not directly caused by the hardware fault. HP reserves the right to modify its call-to-repair time commitment as it applies to the Customer's specific product configuration, location, and environment. This is established at the time of order and is subject to resource availability. A commitment does not apply when the Customer chooses to have HP prolong root cause analysis rather than execute recommended server recovery procedures. Activities such as, but not limited to, the following are excluded from this service: Recovery and support of the operating system, other software, and data. Operational testing of applications, or additional tests requested or required by the Customer. Troubleshooting for interconnectivity or compatibility problems. Support for network-related problems. Services required due to failure of the Customer to incorporate any system fix, repair, patch, or modification provided to the Customer by HP. Services required due to failure of the Customer to take avoidance action previously advised by HP.

Travel Zone

A call-to-repair time commitment is available for sites located within 50 miles (80 km) of a primary HP support responsible office. For sites that are located within 51 to 100 miles (81–161 km) of a primary HP support responsible office, an adjusted hardware call-to-repair time commitment is provided. Travel zones may vary in some geographic locations. The call-to-repair time commitment is not available for sites located more than 100 miles (161 km) from a primary HP support responsible office.

Extended specifications

Service Limitations

At the discretion of HP, service will be provided using a combination of remote diagnosis and support, services delivered onsite, and other service delivery methods. Other service delivery methods may include the delivery via a courier of customer-replaceable parts such as a keyboard, mouse, other parts classified as Customer Self Repair Parts, or an entire replacement unit. HP will determine the appropriate delivery method required to provide effective and timely customer support in order to meet the call-to-repair time commitment, if applicable. In the event that only a customer-replaceable part is required to return the system to operating condition, the call-to-repair time commitment shall not apply. The following are excluded from the call-to-repair time commitment: Time for disk mechanism rebuild or sparing procedures. Situations where a logical unit number (LUN) may be blocked to preserve data integrity. Any restoration/recovery of compromised data. Any period of non-availability not directly caused by the hardware fault. HP reserves the right to modify its call-to-repair time commitment as it applies to the Customer's specific product configuration, location, and environment. This is established at the time of order and is subject to resource availability. A commitment does not apply when the Customer chooses to have HP prolong root cause analysis rather than execute recommended server recovery procedures. Activities such as, but not limited to, the following are excluded from this service: Recovery and support of the operating system, other software, and data. Operational testing of applications, or additional tests requested or required by the Customer. Troubleshooting for interconnectivity or compatibility problems. Support for network-related problems. Services required due to failure of the Customer to incorporate any system fix, repair, patch, or modification provided to the Customer by HP. Services required due to failure of the Customer to take avoidance action previously advised by HP.

Customer Responsibilities

If applicable, the Customer must register the covered hardware and HP Care Pack immediately, as set forth in the HP Care Pack support service agreement. At the sole discretion of HP, the call-to-repair time commitment may require remote system connectivity and is subject to the Customer providing immediate and unrestricted access to the system as requested by HP. The call-to-repair time commitment does not apply when system access, including physical, remote troubleshooting,and hardware diagnostic assessments,is delayed or denied. If the Customer requests scheduled service, the call-to-repair time period begins at the agreed-upon scheduled time. The Customer will be required, upon HP request, to support HP's remote problem resolution efforts. The Customer will: Provide all information necessary for HP to deliver timely and professional remote support and to enable HP to determine the level of support eligibility. Start self-tests and install and run other diagnostic tools and programs. Install customer-installable firmware updates and patches. Perform other reasonable activities to help HP identify or resolve problems, as requested by HP. The Customer is responsible for installing, in a timely manner, critical customer-installable firmware updates, as well as customer-replaceable parts and replacement products delivered to the Customer. In cases where customer-replaceable parts are shipped to resolve a problem, the Customer is responsible for returning the defective part within a time period designated by HP. In the event HP does not receive the defective part within the designated time period or if the part is physically damaged upon receipt, the Customer will be required to pay a fee for the defective part, as determined by HP. The Customer is responsible for registering to use HP's electronic facility in order to gain access to restricted product information and to receive proactive notification or other services available to the Customer.

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